Customer Value Manager

Customer Value Manager

About Mimecast

Mimecast is a leading cybersecurity company that helps organizations protect their people, data, and communications from today’s most sophisticated threats. With over 42,000 customers worldwide, we analyze more than 18 billion security events daily to stop attacks before they cause harm. As pioneers in Human Risk Management, we combine advanced threat detection, awareness training, and insider risk management into a platform that addresses the human element of cybersecurity – because people are both an organization’s greatest asset and its most significant security vulnerability.

About the role

Are you passionate about stopping bad things from happening to good organizations? At Mimecast, we do just that – and in Customer Value Management, we go further, making sure every customer realizes real, measurable value from what they’ve invested in.

We are looking for a driven and customer-centric Customer Value Manager who is passionate about building strong relationships and delivering measurable security outcomes. In this role you are the trusted technical advisor for a portfolio of mid-market accounts. You work within a three-person account pod – alongside an Account Manager and a Renewals Manager – where your lane is clear: drive product adoption and utilization, own technical and value health, and turn what our platform can do into the outcomes your customers care about.

The through-line of the role: adoption drives outcomes, and outcomes create value.

What You’ll Do:

Drive value through adoption & utilization

Own platform adoption and drive measurable utilization across your portfolio, so that capability translates into protection and the outcomes each customer invested in.

Lead product adoption/activation, configuration health and platform optimization across Mimecast’s full product portfolio – including Email Threat Protection, Human Risk Management (HRM), Incydr (Code42) and DMARC Analyzer.

Advance each customer’s Human Risk Management maturity by mapping behavior and attack-exposure data to Mimecast’s HRM framework and recommending targeted awareness-training outcomes.

Own the technical and value health score for each account – tracking adoption depth, feature utilization, deployment completeness and customer satisfaction signals.

Prove and communicate value

Quantify and package proof-of-value – adoption metrics, threat-block summaries, HRM progression and deployment health – for executive-level consumption, including pre-meeting technical briefings ahead of Account Manager executive engagements.

Deliver Business Reviews – including on-site EBRs and executive meetings – in partnership with the Account Manager: own the value and technical narrative and the adoption data while the Account Manager leads the executive conversation and you own all follow-up and action-item accountability.

Be a customer-centric, trusted advisor

Build strong external partnerships across your customer base, grounded in a genuine understanding of each customer’s environment, objectives, risks, and definition of success.

Translate complex security architecture into business-level value conversations for executive audiences without losing credibility with technical counterparts.

Represent the voice of the customer internally – capturing and routing feedback to Product Management.

Protect and grow the account, with your pod

Proactively mitigate churn risk: identify at-risk accounts 90+ days before renewal, lead the technical recovery plan with your Account Manager, and maintain documented records of at-risk accounts and competitive threats for pod visibility and renewal positioning.

Identify expansion signals – unused modules, seat growth, HRM maturity readiness, compliance gaps – and hand them to the Account Manager with supporting technical context and timing rationale.

Own technical escalation transparency across your portfolio: represent the customer’s technical context internally, coordinate with Support Engineering on critical escalations, and keep customers and pod partners clearly informed through resolution.

Support the Executive Sponsor Program – identify accounts that would benefit from an executive pairing, facilitate introductions, coordinate sponsor cadence calls and brief Mimecast sponsors ahead of engagements.

Work with data, tools and AI

Use customer data and health signals to prioritize where to focus and to make every value conversation evidence based.

Leverage AI-guided insights and next-best-action recommendations to work in a way that is tactical, methodical, impactful and scalable across your whole portfolio.

What You’ll Bring:

Essential skills and experience

3–5 years of work experience in a relevant role, with at least 2–3 years managing mid-market or enterprise-level accounts, preferably in a security-focused SaaS organization.

Working knowledge of email security architectures: Secure Email Gateways, Microsoft 365 Defender, DMARC/DKIM/SPF, email routing and hybrid mail flow.

Familiarity with identity and access management concepts (Okta, Azure AD, SSO/SAML) and how email security integrates into SOC and SIEM/SOAR workflows.

Experience working with multiple levels of customer stakeholders – technical admins, CISOs, C-level executives, legal and compliance teams.

Demonstrated ability to translate complex security architecture into business-level, value-focused conversations for executive audiences without losing technical credibility.

Experience working alongside Account Managers or Account Executives in a named account model, with clear delineation between technical/value ownership and commercial ownership.

Ability to collaborate and plan strategically with Account and Renewals Managers to directly support gross retention, net revenue retention and expansion outcomes.

Proficiency in customer health scoring, risk management and playbook execution; working knowledge of Salesforce for account activity and opportunity visibility.

Excellent verbal and written communication, with the ability to communicate clearly across both technical and executive audiences.

Ability to travel up to 25%.

Preferred qualifications

Direct experience with Mimecast, Abnormal, Proofpoint, Microsoft Defender for Office 365, or comparable email security or Human Risk Management platforms.

Industry certifications: CompTIA Security+, CISSP (Associate or full), CEH, or vendor-specific certifications aligned to email or cloud security.

Familiarity with compliance frameworks relevant to Mimecast’s key verticals: FINRA, HIPAA, FCA, GDPR, ISO 27001 and SOC 2.

Ability to interpret API logs, review connector health and diagnose integration issues without first-level escalation.

The attributes that make this role successful

Beyond skills and experience, the most effective Customer Value Managers share a consistent set of attributes – the traits industry research repeatedly links to high performance in value-focused, technical customer roles:

Customer-centric & empathetic – genuinely cares about customers, listens actively, and sees challenges through their eyes.

Technically curious & a continuous learner – eager to go deep on the product, the customer’s environment and the threat landscape, and quick to learn what’s new.

Proactive & outcome-oriented – anticipates needs and acts before problems escalate and connects everyday activity to measurable results.

Resilient, with grit – stays level-headed under pressure, doesn’t take setbacks personally, and keeps finding a way forward on hard accounts.

Strategic & analytical – reads the data, sees the bigger picture across a portfolio, and turns insight into a clear plan.

Collaborative & influential – thrives in the pod model, builds shared purpose with commercial partners, and guides customers without authority.

A credible communicator – equally trusted by technical admins and